Flush Casino - Player’s struggling to complete the account verification.

Hello,

Flush is delaying my verification for many weeks now...

Everytime I must ask them 2-3 days on chat to eventually get response to my e-mail - this is so frustrating...

It started with standard kyc - id, bank statement, selfie with date and note 'I play at flush' and I've sent all of these same day. They approved but asked to send bank statement in english which was a problem for me because my bank says they do not do this in english but finally I've used other bank and got statement in english. Same story - 2-3 days on chat and now they replied

'Well received with thanks. 

Can you certify this document at the Notary service with a legal person in your country. 

We look forward to receiving the document.

Thankyou 

Flush Support Team'

Which is way too much IMO to notarize documents for kyc verification - it's first time I see something like this and I'm not accepting this kind of cooperation with me - they are doing everything to not pay me.

Can You help me to solve this?

Everyone should read this - they want notarized documents for kyc which is not acceptable at all.

Thank You.

Dear blystor,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that providing notarized documents seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

I don't trust them anymore, everytime I sent what document they ask they make new excuse to not pay and want somethign new - I sent english document as they say that they don't accept polish, was not good because they wanted bank statement in english which I have provided with problems because nobody do english statements and I think nobody will do any notarization in my country for english bank statement and I feel they just don't want to pay so making the case as hard as possible to verify.

Thank you.

Thank you very much, blystor, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello blystor,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Flush Casino to join the conversation and participate in the resolution of this complaint.

Dear Flush Casino,

Can you please explain why you need to have the player bank statement certified at the notary service? Usually, such documents are certified straight by the bank. What details do you need to verify on the player's bank statement?

We definitely need more information regarding this case. Thank you.

Kind regards,

Tomas

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear blystor,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions by engaging in activities that give the player a clearly unfair advantage. More can be found here: https://flush.com/bonus-terms/

The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Flush Casino, for providing the information and for your cooperation.

Best regards,

Tomas